Adrian Arevalo
Itsm Service Manager @Best Buy Canada
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WORK HISTORY
Itsm Service Manager @Best Buy Canada
Vancouver A, BC, CA
Support and coordinate core ITSM processes (Incident, Problem, Change, Release, and Knowledge Management), ensuring alignment with ITIL framework and established procedures.• Monitor ticket workflows and service operations across multiple business units, collaborating with technical and process teams in Canada and the U.S. to drive timely resolution and service stability.• Contribute to continuous service improvement in an Agile/DevOps environment through change risk assessment, root-cause documentation, service impact analysis, and accurate operational reporting.
EDUCATION
Kwantlen Polytechnic University
Post-Baccalaureate, Technical Management and Services
Universidad de La Sabana
Strategy Management, Business Administration and Management, General
Universidad Santo Tomás
Bachelor's degree, Electrical and Electronics Engineering
Universidad de América
Project Management (PMI), Project Management
SKILLS
ABOUT ADRIAN AREVALO
Results-driven IT professional with 20+ years of experience delivering and supporting technology initiatives across Managed Services, IoT, Cybersecurity, and Cloud platforms. Skilled in leading and collaborating with multicultural teams to execute projects ranging from network upgrades to cloud implementations, while ensuring alignment with business goals.Trusted for developing customer-focused solutions through technical consultation and service delivery, enabling digital transformation and operational excellence. Experienced in IT Service Management (ITSM), including Incident, Problem, Change, Release, and Knowledge Management, with hands-on exposure to Agile and DevOps-influenced environments. Strong stakeholder engagement, clear communication of project needs, risks, and progress, and a focus on continuous service improvement.Hands-on expertise includes Cisco Networking, Meraki, AWS, Azure, BMC tools, Firewalls (Checkpoint, Fortinet, ASA), IPS (Snort), Storage (Hitachi, NetApp), Servers (HP, Dell), SAN Fabric (Brocade), VMware, Hyper-V, DHCP, and DNS services. Certifications include CompTIA A+, CCNA, Cisco Switching, ITIL V3, CDCDP™, Fortinet Associate Cybersecurity, Check Point Firewall, and Solaris OS administration.Focused on roles in IT Service Management, IT Technical Project Management, and Service Delivery, where I can combine operational rigor, technical expertise, and project leadership to drive reliable, scalable IT services.
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